Director, Care Experience Insights and Operations

Job Description Summary

The Director of Care Experience Insights and Operations is responsible for planning, developing, optimizing current methods as well as implementing new processes to better collect, analyze and report the voice of the patient.
You will lead survey operations and other qualitative and quantitative research initiatives to uncover market trends, patient preferences and growth opportunities, while ensuring alignment across all MUSC Health touch points. Your work will directly support the development and enhancement of current and future care experiences that are frictionless, timely, connected, compassionate and value driven. You will collaborate closely with cross-functional teams to drive innovation across digital and physical platforms and future offerings to be discovered. This role requires a deep understanding of brand and product research principles and a passion for driving relationship-centered solutions that contribute to exceptional healthcare experiences.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC002345 SYS - Patient Experience

Pay Rate Type

Salary

Pay Grade

Health-35

Scheduled Weekly Hours

40

Work Shift

Job Description

The Director of Care Experience Insights and Operations is responsible for planning, developing, optimizing current methods as well as implementing new processes to better collect, analyze and report the voice of the patient.

You will lead survey operations and other qualitative and quantitative research initiatives to uncover market trends, patient preferences and growth opportunities, while ensuring alignment across all MUSC Health touch points. Your work will directly support the development and enhancement of current and future care experiences that are frictionless, timely, connected, compassionate and value driven. You will collaborate closely with cross-functional teams to drive innovation across digital and physical platforms and future offerings to be discovered. This role requires a deep understanding of brand and product research principles and a passion for driving relationship-centered solutions that contribute to exceptional healthcare experiences.

Reporting Structure

This individual will report to the Chief Experience Officer for MUSC Health.  This individual will also work closely with other senior leaders at the system and regional levels in support of the delivery of an exceptional experience.

Responsibilities

• Directs current patient experience survey operations for MUSC Health and acts as the MUSC Health’s expert on legacy experience surveying methodologies and other qualitative and quantitative methods to “listen” better.

• Through a data-driven approach, you will develop an evaluation plan to monitor key performance indicators and relevant outcomes via a system-wide care experience dashboard to determine success

• Develop surveys, write reports, and design infographics to track the care experience across the care continuum (patient/customer journey) to help achieve MUSC’s aspirational goals.

• Applies informatics knowledge with an understanding of the multiple patient touch points to facilitate the development and implementation of evidence-based healthcare practices.

• Through continuous monitoring, you will act as MUSC Health’s expert by ensuring ongoing accrediting and regulatory compliance with surveying modes and methods.

• Monitors and maintains all patient experience survey tools to ensure maximum effectiveness, including methodology, survey setup, sampling, response rate, etc.

• Develops and publishes data analytics, resources, education, and training to democratize data to empower every care team member to achieve organizational care experience objectives.

• Uses data visualization methods to illustrate voice of the patient to enhance current care journeys and identify opportunities to create new offerings that will enable MUSC to achieve our ambition.

• Execute Voice of the Patient activities to continuously adjust to exceed demand expectations, including standardizing the patient journey with improvement opportunities for the patient experience in all touch points, enabling delivery of a best-in-class experience.

• Utilizing standard reporting, you will lead the measurement capture and optimization of key performance indicators to gauge experience of care and loyalty effectiveness. 

• Collaborates across the enterprise to enhance current technology and/or adopt new technology to move toward real-time data collection/analysis.

• Provides a clear understanding of experience analytics by clearly articulating the science behind the data.

• Build linkages between the patient experience data, operational metrics and care team member engagement metrics.

• Approximately 75% of this role will be devoted to data collection, analysis, survey maintenance, reporting and developing innovative ways to better hear and understand the voice of the patient / customer.

Required Experience:

Minimum of 5 years experience

Experience with Press Ganey tools and/or similar industry tools

Awareness of accrediting and regulatory guidelines for surveying compliance

Experience with PX/CX survey design and/or other qualitative/quantitative methods   

SQL & DAX coding experience

Data visualization tools like Tableau, Qualtrics, PowerBi (preferred), etc.

User Experience (UX), human centered design and journey mapping experience

Additional Job Description

Education: Bachelor's Degree or Equivalent Work Experience: 9 years progressive work experience and 4 years management experience

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees